Let's say you work at a large company and you have many users accessing your Cloud File Server on a daily basis. As the IT administrator for your company, you have helped many of your less tech savvy colleagues set up Egnyte on their computers and have held a couple of training sessions to introduce them to the product. However, when your colleagues have questions about Egnyte, they select the Support tab on their account. Instead of being directed to contact you first, they are directed to the Egnyte support site where they may quickly become overwhelmed by the technical knowledge base. Now, you have many confused colleagues, all contacting Egnyte support (without your knowledge) about issues which may or may not be related to the actual Egnyte product. How do you manage this?
Luckily, one new feature of our newest Egnyte updates is the addition of a new administrator control, which enables the administrator to customize their domain's Help & FAQ URL. Underneath the Brand Settings tab, admins will be able to direct the support tab found on their company's Cloud File Server to their own support website or email address. This new feature may not be as important for small businesses; however, large organizations can now direct support to their internal IT department to act as the first line of support instead of directing employees and business partners straight to Egnyte. In the scenario above, as the IT admin you could first help your colleagues and then decide when to escalate your colleagues' tickets to Egnyte, maintaining greater control over your company's Cloud File Server.
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